Shipping policy

SHIPPING POLICY

Estimated Processing Time

Our estimated processing/packing time is 1-12 business days.

The most up date to processing times are located on the top banner of the VonPapel website.

You will receive a shipment confirmation email once your order has shipped. All orders are shipped out within 1-2 business days. Some packages may not be scanned right away by USPS as "Received". 

Estimated Shipping Time

U.S. Orders: 2-5 business days

Mail Club Subscriptions:

• U.S.: 5-14 business days for untracked tiers; 4-10 business days for tracked tiers
• International: 2-5 weeks untracked tiers; 2-4 weeks for tracked tier

  Shipping Information

  Jem and Cozy is located in Lawrenceville, GA in the U.S.
  
  All orders are fulfilled through the USPS, FedEx and UPS.

  Processing time and shipping estimates are not guaranteed. 

  VonPapel may combine multiple open orders made by the same customer with the same shipping address. This may be why tracking numbers may be the same and will update across individual orders. 

  Please contact VonPapel if you have concerns about delayed or lost mail so that we may better assist you. 

Incorrect address and undelivered mail

Items marked “delivered” by the USPS are considered delivered for the purposes of refunds and cancellations.

If you would like to get more information about your order which was marked as "delivered", please contact your local post office and file an inquiry claim. They are sometimes able to track your package and help you locate it.

Please check in with people in your household and with neighbors before reaching out the VonPapel about "delivered" mail. Vonpapel is not able to get more information from USPS beyond what is visible to the customer on USPS's tracking.

Shipping Address

The customer is responsible for providing an accurate and up-to-date shipping address.

If you provided an incorrect shipping address, please reach out to us at hello@vonpapel.com or through our chat box immediately. We are only able to update your address if your order has not shipped out yet. 

If an order is not delivered to the customer because of an inaccurate shipping address, a refund is not guaranteed. Returned order packages can be re-shipped to the customer at the customer's expense for additional shipping costs.

All orders are securely packaged before shipping. Vonpapel is not responsible for any damage that occurs during delivery. All USPS Ground Advantage mail comes with damage insurance. If your order was damaged during transit, please keep the damaged package and contents and take photos to process an insurance claim with USPS (domestic Ground Advantage and Priority mail only). Please contact VonPapel so that we can assist you with the claim and replacement of your order. 

Cancellations and Returns

VonPapel accepts returns and cancellations.

Cancellation of an order may be accepted within 24 hours of purchase. However, if your order is shipped prior to receiving notice of cancellation, your order cannot be cancelled. 

Cancellations may be denied for pre-orders, subscriptions, digital products, and limited edition products. 

Returns: JVonPapel accepts return requests within 3 days of delivery.

Buyer is responsible for return shipping costs and must ship unused products back within 7 days of delivery.

If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Fraudulent Orders

If an order is marked as high risk for fraud, Shopify will notify VonPapel to cancel the order to protect the customer and seller. If you placed an order and it was canceled due to this reason, you may be asked to re-purchase your order to verify purchase intent. 

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For our Stationery Mail Club Policies, click here. 

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